An AI support agent answers customer questions from your help content and past tickets, and hands over to a person when it is unsure. For Indian businesses the extra questions are language support, WhatsApp, and whether your team can run it.

The main options

  • [Zendesk AI Agents](/products/zendesk-ai-agents): fits teams already on Zendesk who want automated resolution across email, chat and voice.
  • [Fin AI Agent](/products/fin-ai-agent) by Intercom: an agent that answers from your help centre and works inside the Intercom inbox.
  • [Freshworks Freddy AI](/products/freddy-ai): a natural fit if you use Freshdesk or Freshservice, with a strong base of Indian customers.
  • [Yellow.ai](/technologies/yellow-ai): a conversational platform built in India for chat, voice and WhatsApp.
  • [Kore.ai](/technologies/kore-ai): an enterprise platform for larger support and employee-service programmes.
  • [Salesforce Agentforce](/products/agentforce): suits companies already running Salesforce Service Cloud.

What to compare

  1. Languages: does it handle Hindi, Hinglish and the regional languages your customers use?
  2. Channels: web chat, email, voice and WhatsApp are not equal in every product.
  3. Knowledge sources: can it learn from your help centre, PDFs and ticket history, and stay up to date?
  4. Handover: how smoothly does it pass a case, with context, to a person?
  5. Reporting: can you see resolution rate, wrong answers and customer ratings?
  6. Data handling: where is data stored and is it used to train models?

How to pilot

Pick your 20 most common questions, let the agent answer them for a month and have your team review a sample of conversations every week. Track the share resolved without a human and the share rated badly.

Who sets it up?

A partner connects the agent to your ticketing tool, cleans the knowledge base and writes escalation rules. Browse partners for each tool or ask SARVO for matches near you.

See also: AI chatbot cost for business.